Job Description

Job description

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Oversight of Customer Care department. Champion ongoing development of the department. Workforce planning and development. Talent Management, including coaching and mentoring. Lead organisational culture change within department. Motivate the teams and create an environment of overall collaboration, communication within the departments To effectively manage Customer Care inboxes and workflow, remaining adaptable at all times in order to adhere to Service Level Agreements within the Customer Service Department To manage team performance, development and absence including recruitment, conducting 1:1's, personal development meetings, providing coaching and conducting formal meetings To inspire your team to put the customer at the heart of everything we do by demonstrating the highest level of customer service skills and motivate them deliver first contact resolution To ensure accurate data recording within the team To manage and follow-up customer complaint escalations and enquiries in a professional, timely and responsive manner Continuously develop your personal knowledge and understanding of products, services, company procedures/policies and our customers' expectations.

Profile

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Essential Skills and Experience

Team manager experience within a high performing team, in either sales or customer service sector Stakeholder management Excellent time management skills and able to effectively prioritise workload Effective planning and organising skills with close attention to detail Exceptional written and verbal communication skills Ability to identify development needs within the team and effectively coach to build and maintain a high performing team Demonstrable customer service and complaint handling experience Strong IT skills, proficient in all MS Office programmes to an advanced level Strong motivator / people person / able to lead a team to success

Essential Qualifications

5 GCSE's including Maths and English (or equivalent)

Professional requirements

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Desirable Skills and Experience

Experience with Voxtron or other call montoring system Experience with Salesforce CRM SAP experience Retail and / or watch industry experience

Desirable Qualifications

* Relevant Management and Administration Qualification